{"id":"https://openalex.org/W1990593466","doi":"https://doi.org/10.1145/2063576.2064003","title":"Simultaneously improving CSAT and profit in a retail banking organization","display_name":"Simultaneously improving CSAT and profit in a retail banking organization","publication_year":2011,"publication_date":"2011-10-24","ids":{"openalex":"https://openalex.org/W1990593466","doi":"https://doi.org/10.1145/2063576.2064003","mag":"1990593466"},"language":"en","primary_location":{"id":"doi:10.1145/2063576.2064003","is_oa":false,"landing_page_url":"https://doi.org/10.1145/2063576.2064003","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the 20th ACM international conference on Information and knowledge management","raw_type":"proceedings-article"},"type":"conference-paper","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5046646390","display_name":"Sameep Mehta","orcid":"https://orcid.org/0000-0002-9599-1526"},"institutions":[{"id":"https://openalex.org/I1341412227","display_name":"IBM (United States)","ror":"https://ror.org/05hh8d621","country_code":"US","type":"company","lineage":["https://openalex.org/I1341412227"]},{"id":"https://openalex.org/I4210103279","display_name":"IBM Research - India","ror":"https://ror.org/014wt7r80","country_code":"IN","type":"facility","lineage":["https://openalex.org/I1341412227","https://openalex.org/I4210103279","https://openalex.org/I4210114115"]}],"countries":["IN","US"],"is_corresponding":false,"raw_author_name":"Sameep Mehta","raw_affiliation_strings":["IBM Reseach India, New Delhi, India","IBM Reseach India, New Delhi, India#TAB#"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"IBM Reseach India, New Delhi, India","institution_ids":["https://openalex.org/I4210103279"]},{"raw_affiliation_string":"IBM Reseach India, New Delhi, India#TAB#","institution_ids":["https://openalex.org/I1341412227"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5079953945","display_name":"Ullas Nambiar","orcid":null},"institutions":[{"id":"https://openalex.org/I1341412227","display_name":"IBM (United States)","ror":"https://ror.org/05hh8d621","country_code":"US","type":"company","lineage":["https://openalex.org/I1341412227"]},{"id":"https://openalex.org/I4210103279","display_name":"IBM Research - India","ror":"https://ror.org/014wt7r80","country_code":"IN","type":"facility","lineage":["https://openalex.org/I1341412227","https://openalex.org/I4210103279","https://openalex.org/I4210114115"]}],"countries":["IN","US"],"is_corresponding":false,"raw_author_name":"Ullas Nambiar","raw_affiliation_strings":["IBM Reseach India, New Delhi, India","IBM Reseach India, New Delhi, India#TAB#"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"IBM Reseach India, New Delhi, India","institution_ids":["https://openalex.org/I4210103279"]},{"raw_affiliation_string":"IBM Reseach India, New Delhi, India#TAB#","institution_ids":["https://openalex.org/I1341412227"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5085803049","display_name":"Vishal Batra","orcid":"https://orcid.org/0000-0002-5583-7743"},"institutions":[{"id":"https://openalex.org/I1341412227","display_name":"IBM (United States)","ror":"https://ror.org/05hh8d621","country_code":"US","type":"company","lineage":["https://openalex.org/I1341412227"]},{"id":"https://openalex.org/I4210103279","display_name":"IBM Research - India","ror":"https://ror.org/014wt7r80","country_code":"IN","type":"facility","lineage":["https://openalex.org/I1341412227","https://openalex.org/I4210103279","https://openalex.org/I4210114115"]}],"countries":["IN","US"],"is_corresponding":false,"raw_author_name":"Vishal Batra","raw_affiliation_strings":["IBM Reseach India, New Delhi, India","IBM Reseach India, New Delhi, India#TAB#"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"IBM Reseach India, New Delhi, India","institution_ids":["https://openalex.org/I4210103279"]},{"raw_affiliation_string":"IBM Reseach India, New Delhi, India#TAB#","institution_ids":["https://openalex.org/I1341412227"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5109167303","display_name":"Sumit Negi","orcid":null},"institutions":[{"id":"https://openalex.org/I4210103279","display_name":"IBM Research - India","ror":"https://ror.org/014wt7r80","country_code":"IN","type":"facility","lineage":["https://openalex.org/I1341412227","https://openalex.org/I4210103279","https://openalex.org/I4210114115"]}],"countries":["IN"],"is_corresponding":false,"raw_author_name":"Sumit Negi","raw_affiliation_strings":["IBM Research India, New Delhi, India","IBM Research-India, New Delhi, India"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"IBM Research India, New Delhi, India","institution_ids":["https://openalex.org/I4210103279"]},{"raw_affiliation_string":"IBM Research-India, New Delhi, India","institution_ids":["https://openalex.org/I4210103279"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5065031367","display_name":"Prasad Deshpande","orcid":"https://orcid.org/0000-0001-6389-533X"},"institutions":[{"id":"https://openalex.org/I1341412227","display_name":"IBM (United States)","ror":"https://ror.org/05hh8d621","country_code":"US","type":"company","lineage":["https://openalex.org/I1341412227"]},{"id":"https://openalex.org/I4210103279","display_name":"IBM Research - India","ror":"https://ror.org/014wt7r80","country_code":"IN","type":"facility","lineage":["https://openalex.org/I1341412227","https://openalex.org/I4210103279","https://openalex.org/I4210114115"]}],"countries":["IN","US"],"is_corresponding":false,"raw_author_name":"Prasad Deshpande","raw_affiliation_strings":["IBM REseach India, New Delhi, India","IBM Reseach India, New Delhi, India#TAB#"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"IBM REseach India, New Delhi, India","institution_ids":["https://openalex.org/I4210103279"]},{"raw_affiliation_string":"IBM Reseach India, New Delhi, India#TAB#","institution_ids":["https://openalex.org/I1341412227"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5034933592","display_name":"Gyana Praija","orcid":null},"institutions":[{"id":"https://openalex.org/I4210103279","display_name":"IBM Research - India","ror":"https://ror.org/014wt7r80","country_code":"IN","type":"facility","lineage":["https://openalex.org/I1341412227","https://openalex.org/I4210103279","https://openalex.org/I4210114115"]}],"countries":["IN"],"is_corresponding":false,"raw_author_name":"Gyana Praija","raw_affiliation_strings":["IBM research India, New Delhi, India","IBM Research-India, New Delhi, India"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"IBM research India, New Delhi, India","institution_ids":["https://openalex.org/I4210103279"]},{"raw_affiliation_string":"IBM Research-India, New Delhi, India","institution_ids":["https://openalex.org/I4210103279"]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":2,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":false,"cited_by_count":0,"citation_normalized_percentile":{"value":0.16487936,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":null,"biblio":{"volume":null,"issue":null,"first_page":"2505","last_page":"2508"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12384","display_name":"Customer churn and segmentation","score":0.9961000084877014,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T12384","display_name":"Customer churn and segmentation","score":0.9961000084877014,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10538","display_name":"Data Mining Algorithms and Applications","score":0.9769999980926514,"subfield":{"id":"https://openalex.org/subfields/1710","display_name":"Information Systems"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T10317","display_name":"Advanced Database Systems and Queries","score":0.9573000073432922,"subfield":{"id":"https://openalex.org/subfields/1705","display_name":"Computer Networks and Communications"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/retail-banking","display_name":"Retail banking","score":0.6487910747528076},{"id":"https://openalex.org/keywords/customer-retention","display_name":"Customer retention","score":0.6451102495193481},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"Customer satisfaction","score":0.5967230200767517},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.5905008912086487},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.5346611738204956},{"id":"https://openalex.org/keywords/profit","display_name":"Profit (economics)","score":0.5318666696548462},{"id":"https://openalex.org/keywords/analytics","display_name":"Analytics","score":0.4700195789337158},{"id":"https://openalex.org/keywords/customer-advocacy","display_name":"Customer advocacy","score":0.4601709246635437},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.4558597207069397},{"id":"https://openalex.org/keywords/customer-to-customer","display_name":"Customer to customer","score":0.429270476102829},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.39962539076805115},{"id":"https://openalex.org/keywords/process-management","display_name":"Process management","score":0.34235572814941406},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.3390212953090668},{"id":"https://openalex.org/keywords/economics","display_name":"Economics","score":0.06913900375366211}],"concepts":[{"id":"https://openalex.org/C156152238","wikidata":"https://www.wikidata.org/wiki/Q1548025","display_name":"Retail banking","level":2,"score":0.6487910747528076},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.6451102495193481},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.5967230200767517},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.5905008912086487},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.5346611738204956},{"id":"https://openalex.org/C181622380","wikidata":"https://www.wikidata.org/wiki/Q26911","display_name":"Profit (economics)","level":2,"score":0.5318666696548462},{"id":"https://openalex.org/C79158427","wikidata":"https://www.wikidata.org/wiki/Q485396","display_name":"Analytics","level":2,"score":0.4700195789337158},{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.4601709246635437},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.4558597207069397},{"id":"https://openalex.org/C63207073","wikidata":"https://www.wikidata.org/wiki/Q1076010","display_name":"Customer to customer","level":5,"score":0.429270476102829},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.39962539076805115},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.34235572814941406},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.3390212953090668},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.06913900375366211},{"id":"https://openalex.org/C175444787","wikidata":"https://www.wikidata.org/wiki/Q39072","display_name":"Microeconomics","level":1,"score":0.0},{"id":"https://openalex.org/C2522767166","wikidata":"https://www.wikidata.org/wiki/Q2374463","display_name":"Data science","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1145/2063576.2064003","is_oa":false,"landing_page_url":"https://doi.org/10.1145/2063576.2064003","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the 20th ACM international conference on Information and knowledge management","raw_type":"proceedings-article"}],"best_oa_location":null,"sustainable_development_goals":[{"score":0.4300000071525574,"display_name":"Industry, innovation and infrastructure","id":"https://metadata.un.org/sdg/9"}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":5,"referenced_works":["https://openalex.org/W1481192886","https://openalex.org/W1490927164","https://openalex.org/W2066671865","https://openalex.org/W2080193497","https://openalex.org/W2150121468"],"related_works":["https://openalex.org/W1973295013","https://openalex.org/W3017160372","https://openalex.org/W1561149111","https://openalex.org/W2124748206","https://openalex.org/W2590792952","https://openalex.org/W2181623232","https://openalex.org/W2909201563","https://openalex.org/W3017474797","https://openalex.org/W2357931527","https://openalex.org/W2152253706"],"abstract_inverted_index":{"Customer":[0],"satisfaction":[1],"(CSAT)":[2],"is":[3],"the":[4,39,49,55,74,110,132],"key":[5],"driver":[6],"for":[7,52,85],"retention":[8],"and":[9,14,45,81,90,142],"growth":[10],"in":[11,28,34,73,113],"retail":[12,118],"banking":[13,88,119],"several":[15],"techniques":[16],"have":[17,36],"been":[18],"applied":[19],"by":[20,94,137],"banks":[21,27],"to":[22,47,98,117,131],"achieve":[23],"this.":[24],"For":[25],"instance,":[26],"emerging":[29],"markets":[30],"with":[31],"high":[32],"footfall":[33],"branches":[35],"gone":[37],"beyond":[38],"traditional":[40],"approach":[41,60],"of":[42,127],"segmenting":[43],"customers":[44,53],"services":[46,97],"optimizing":[48],"wait":[50],"time":[51],"visiting":[54],"bank's":[56],"branch.":[57,133],"While":[58],"this":[59,102,136],"has":[61,67],"significantly":[62],"improved":[63],"service":[64,75,116],"quality,":[65],"it":[66],"also":[68],"added":[69],"a":[70,106,124],"new":[71],"dimension":[72],"quality":[76],"metric":[77],":":[78],"pro-actively":[79],"identify":[80],"address":[82],"customer":[83,120],"needs":[84],"(i)":[86],"efficient":[87],"experience":[89],"(ii)":[91],"enhancing":[92],"profit":[93],"selling":[95],"additional":[96],"existing":[99],"customer.":[100],"In":[101],"paper":[103],"we":[104],"present":[105],"system":[107],"that":[108,123],"addresses":[109],"challenge":[111],"involved":[112],"providing":[114],"better":[115],"while":[121],"ensuring":[122],"larger":[125],"share":[126],"customer's":[128],"wallet":[129],"comes":[130],"We":[134],"do":[135],"combining":[138],"predictive":[139],"analytics,":[140],"scheduling":[141],"process":[143],"optimization":[144],"techniques.":[145]},"counts_by_year":[],"updated_date":"2026-07-29T14:22:42.915294","created_date":"2025-10-10T00:00:00"}
